What does a Technical Support Analyst do?
Published 3 min read
A technical support analyst provides technical support to users of a computer system or software. They are responsible for answering questions and resolving problems. Technical support analysts may work in a call center or be part of a team of analysts that provide support to users.
Technical Support Analyst job duties include:
- Act as the first point of contact for customers seeking technical assistance
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the cause of the problem by evaluating symptoms and logs
- Resolve technical issues for customers via phone, email, or chat
- Follow up with customers to ensure issue has been resolved
- Escalate complex technical issues to senior level technicians or engineers
- Update customer records in the ticketing system with every interaction
- Generate monthly reports on common technical issues and resolutions
- Train new hires on company policies and procedures
Technical Support Analyst Job Requirements
A Technical Support Analyst is responsible for providing support to customers and technical staff on a variety of issues. They must have excellent customer service skills and be able to communicate effectively with both technical and non-technical staff. A Technical Support Analyst must have a minimum of an Associate's degree in computer science or related field, although a Bachelor's degree is preferred. In addition, they must have at least two years of experience working in technical support or a related field. Certification from Microsoft or CompTIA is also preferred.
Technical Support Analyst Skills
- Patience
- Empathy
- Technical skills
- Listening skills
- Communication skills
- Problem-solving skills
- Analytical skills
- Organizational skills
- Time management skills
- Customer service skills
- Interpersonal skills
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How to become a Technical Support Analyst
A technical support analyst is responsible for providing technical support to users of a company's products or services. They are the first point of contact for customers experiencing problems with a product or service and are responsible for troubleshooting and resolving issues.
Becoming a technical support analyst requires strong customer service skills, as well as patience and the ability to think critically. Technical support analysts must be able to quickly assess a customer's issue and determine the best course of action to resolve it. They must also have excellent communication skills, as they will often need to explain complex technical concepts to non-technical users.
If you are interested in becoming a technical support analyst, you should start by pursuing a degree in computer science or a related field. Once you have completed your education, you should then look for entry-level positions at tech companies or customer service organizations. With experience, you can eventually move into more senior positions such as lead technical support analyst or manager of technical support.
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